1st line Service desk engineer

VMhosts Ltd; Cambridge; On-site; GBP 26,000 - 30,000; Full time

Benefits offered by this job

Company pension

25 days annual leave

Training and certifications

Certification exam costs covered

Private healthcare (optional)

Job summary

VMhosts is seeking a customer-focused 1st Line Service Desk Engineer to join our growing Service Desk in the UK. You will be the first point of contact, providing support across Microsoft 365, Windows, and networking while guiding incidents from logging to resolution.

Ideal candidates have commercial IT support experience in an MSP or internal IT setting, with strong customer service skills and the ability to manage multiple demands in a fast-paced environment.

Qualifications

• Commercial IT support experience (MSP or internal IT)
• Full UK driving licence
• Eligible for Basic DBS check
• Experience with ITSM platforms
• Experience with Microsoft 365, Exchange Online and Windows environments

Responsibilities

• Provide first line technical support via phone, email and remote support.
• Log, prioritise and manage incidents using the service management platform.
• Take ownership of tickets through to resolution or escalation.
• Troubleshoot Windows, Microsoft 365 and IT issues.
• Administer user accounts in Active Directory and Entra ID.
• Support Exchange Online, Teams, SharePoint and OneDrive.
• Build, configure and deploy desktops and laptops.
• Monitor customer environments and respond to alerts.
• Maintain documentation and ticket notes.
• Escalate complex issues to senior engineers.
• Assist with onboarding, installations, migrations and projects.

Skills

Microsoft 365

Exchange Online

Windows 10/11

Windows Server

Active Directory

Networking basics

ITSM platform

RMM/Monitoring

Customer service

UK driving licence

Basic DBS check

Microsoft Entra ID

Tools

Autotask PSA

IT Glue

Job description

Location: Newmarket, Suffolk (Office Based)

Salary: £26,000-£30,000 per annum, depending on skills and experience

Job Type: Full Time, Permanent

About VMhosts

VMhosts is a leading Managed Service Provider (MSP) delivering IT infrastructure, cloud and cyber security solutions to organisations across the UK. We support a diverse customer base across both the public and private sectors and pride ourselves on delivering exceptional customer service backed by technical expertise.

Our engineers work with enterprise technologies every day, supporting Microsoft 365, cloud platforms, virtualisation, networking, cyber security and modern infrastructure. We believe in giving our engineers the opportunity to develop their technical skills through exposure to a wide range of technologies, supported by experienced colleagues and ongoing training.

We're looking for an enthusiastic and customer-focused 1st Line Service Desk Engineer to join our growing Service Desk team. This role is ideal for someone who already has commercial IT support experience and is looking to develop their career within a fast-paced MSP environment.

The Role

As a 1st Line Service Desk Engineer, you'll be the first point of contact for our customers, providing technical support across a wide range of technologies. You'll take ownership of incidents and service requests from initial logging through to resolution or appropriate escalation, ensuring customers receive regular updates and an excellent level of service throughout.

Working alongside experienced engineers, you'll gain exposure to enterprise infrastructure, Microsoft 365, cloud technologies, networking and cyber security while building your technical knowledge and progressing your career.

Key Responsibilities

• Provide first line technical support via phone, email and remote support.
• Log, prioritise and manage incidents and service requests using our service management platform.
• Take ownership of support tickets through to resolution or appropriate escalation.
• Troubleshoot Windows, Microsoft 365 and general IT issues.
• Administer user accounts, passwords and permissions within Active Directory, Microsoft Entra ID and Microsoft 365.
• Support Exchange Online, Teams, SharePoint and OneDrive.
• Build, configure and deploy desktops, laptops and mobile devices.
• Monitor customer environments and respond to system alerts.
• Maintain accurate documentation, ticket notes and customer records.
• Escalate complex issues to senior engineers with appropriate troubleshooting completed.
• Assist with customer onboarding, installations, migrations and project work where required.
• Deliver excellent customer service while working to agreed Service Level Agreements (SLAs).
• Continue developing your technical knowledge through training and hands-on experience.

You've gain experience with a wide range of enterprise technologies including:

• Microsoft 365
• Exchange Online
• Windows 10 & Windows 11
• Windows Server
• Enterprise virtualisation technologies
• Veeam Backup & Replication
• Enterprise firewall technologies
• Autotask PSA
• IT Glue
• Dell, HPE and Lenovo server infrastructure
• Networking technologies including DNS, DHCP, TCP/IP and VPNs
• Commercial experience in an IT support role, including either: At least 1 year's experience within a Managed Service Provider (MSP), or At least 2 years' experience within an internal IT support environment.
• Experience supporting Microsoft Windows 10/11 and Microsoft 365.
• Experience working with a service desk or ITSM platform.
• Excellent troubleshooting and diagnostic skills.
• Strong customer service and communication skills.
• Ability to manage multiple priorities in a fast‑paced environment.
• Full UK driving licence.
• Eligible to successfully complete a Basic DBS check.
• Active Directory and Microsoft Entra ID.
• Exchange Online.
• Windows Server.
• Enterprise virtualisation technologies
• Basic networking knowledge including DNS, DHCP, TCP/IP, VLANs and VPNs.
• Experience using RMM and monitoring platforms.
• Microsoft Fundamentals, CompTIA or equivalent industry certifications.

What We Offer

• Salary of £26,000-£30,000, depending on skills and experience.
• Company pension.
• 25 days annual leave plus bank holidays.
• Ongoing training and certification opportunities.
• Support to develop your technical knowledge and progress within the business.
• Exam costs paid for approved certifications.
• Bonus for passing approved certification exams on your first/second attempt.
• Exposure to enterprise technologies across a diverse customer base.
• Optional private healthcare.
• 1 in 7 weeks on call rota, paid per day on call + any time worked whilst on call.